Effects of service delivery by commercial banks on their customer satisfaction: a case study of Barclays Bank 'u' ltd
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Date
2011-07
Authors
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Journal ISSN
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Publisher
Kampala International University.College of Economics and Management
Abstract
The topic of the study was the effect of service delivery by commercial banks on
their customer satisfaction, a case study of Barclays bank Uganda limited, the
problem of the study was to find out the problems facing commercial banks.
The purpose of the study was to find out how the commercial banks are going
to help their customers who are ignorant about their existing services.
The objectives of the study were; to establish ways of retaining customers
through delivering services to them, find out the problems facing both the
commercial banks and their customers and how they can be solved and to find
out the outcomes of the services delivered by Barclays Bank to their customer
satisfaction.
The research used both descriptive and analytical research design.
The findings of the study indicated the following:
It was found out that the ways of retaining customers through delivering
services to them is by offering loans to them, by providing their customers with
ATM cards, issuing bank charge cards and other related services.
It was also found out that the problems facing both the commercial banks and
their customers are; Poverty, High interest rates, Ignorance and Illiteracy of
customers.
It was further found out that the outcomes of the services delivered by Barclays
Bank to their customer satisfaction are; accumulation of capital formation,
infrastructural development and stimulates savings and investment.
It was recommended that there should be an ensured system of service delivery
that favours all the customers. This is because if the customers are not served
well, then they may stop banking or transacting with Barclays bank.
Description
Research report submitted to the School of Business and Management in partial fulfillment of the requirements for the award of a bachelors degree in Business Administration of Kampala International University
Keywords
Service delivery, Commercial, Banks, Customer